Clients on a payment pause

For many clients who have taken up a payment pause, you’ll now be approaching the end of the pause so it’s important to start thinking about preparing to resume your repayments.??

If you’re able to resume making regular repayments now, we encourage you to cancel your payment pause. You can do so by responding via the payment pause check-in email we’ve sent to all clients, or by calling us.

If you remain on the payment pause for the duration of the term, you can make partial or full repayments at any time. Making any repayments will help to reduce the overall amount that you owe when your payment pause ends.

If you’re not able to resume repayments at the end of your payment pause, it’s important you speak to us as soon as possible.

To help you save time and prepare for this discussion, please complete the extended support request form and email it to financialassistance@macquarie.com. Our financial assistance team will then call you to discuss your specific circumstances and take you through the options we have available to support you.

Download the extended support request form

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Once your payment pause has ended, there are limited circumstances in which we will offer an extension on your initial payment pause and we’ll only be able to make that decision once your financial circumstances have been assessed.

If you’re seeking an extension you will need to provide us with detailed information to support this assessment, which depending on your circumstances may include:

  1. a comprehensive overview of your financial position and that of your household, including your income, expenses, assets and liabilities;
  2. demonstrating that you cannot make repayments in the short term;
  3. showing confidence in resuming repayments at the end of the extension period.?

Please contact us one month before the end of your payment pause to discuss whether you’re eligible for a payment pause extension. We’re here to help and we’re committed to supporting Australian households through what we know is an uncertain and difficult time.

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Home loan FAQs

Credit card FAQs

Car loan FAQs

Clients seeking financial support

We’re committed to supporting Australian households through what we know is an uncertain and difficult time.

If you have a home loan, car and/or equipment loan or credit card and require financial support due to the ongoing impacts of COVID-19, please get in touch with our financial assistance team who can discuss your specific circumstances and take you through the support options we have available.

Temporary Early Release of Superannuation

The Federal Government announced a temporary measure allowing the early release of your superannuation if you have been impacted by coronavirus.

  • You’ll be able to apply to access two tax-free payment of up to $10,000 each from your super.
  • You can apply for the first between 20 April 2020 and 30 June 2020 and the second between 1 July 2020 and 24 September 2020

To be eligible you must meet at least one of the following:

  1. are unemployed
  2. are eligible to receive a jobseeker payment, youth allowance for jobseekers, parenting payment (which includes the single and partnered payments), special benefit or farm household allowance
  3. on or after 1 January 2020, you were either:
    1. made redundant, or
    2. had your working hours reduced by 20% or more, or
    3. are a sole trader whose business has been suspended, or there was a reduction in your turnover of 20% or more.

How to apply

Log onto?myGov?and complete the application form online or call the ATO and complete the application over the phone.

Before applying, we encourage you to:

  • check your current superannuation account is correctly displayed in ATO Online
  • talk to an accountant / tax adviser to see if you should submit a notice to claim a tax deduction on personal contributions you may have made over the current and most recent financial years, and
  • have your bank account details ready as they’ll be required during the application process, and
  • check your current superannuation account to ensure there is enough available funds in your cash account to fund the withdrawal. If not, investment assets may need to be sold which could delay the payment being made to you.

To learn more,?click here?and view the ‘Early access to superannuation’ factsheet. To apply online, simply?visit the myGov website.

Ways to bank with us

As a digital bank, you can have confidence knowing you'll have uninterrupted access to your banking via our online and mobile platforms.

For our personal banking customers, we strongly recommend downloading our mobile banking app if you haven’t done so already or accessing your accounts via our online banking platform.

Staying connected

If you need to discuss how we can provide ongoing support you can contact us using the direct numbers listed below or you can visit our Help Centre to self-serve online.

Home loans
1300 363 330

Credit Cards
1800 674 922

Leasing
1300 368 908

Business clients

Payment pause

We’re committed to supporting Australian businesses through what we know is an uncertain and difficult period.

If you’re a Macquarie Business Banking client and require financial support due to COVID-19, please get in touch with your relationship manager to discuss relief measures available and how we can provide ongoing support during this time.

Staying connected

If you need to discuss how we can provide ongoing support, please contact your relationship manager or call?1800 620 673.

Visit our?Help Centre?to self-serve online, or send us a direct message on our?@macquariebank?social media channels.

Close up of a lady’s hands using an iPad

Being alert and staying safe

Unfortunately, evolving situations like the coronavirus outbreak present new opportunities for fraudsters to create email and phishing scams designed to capture personal information and ultimately steal people's money. At times like this, scammers target individuals and businesses through coronavirus-themed emails, trying to entice people to click harmful links or downloads.

If you receive an unexpected SMS or email, do not click on any links as they may redirect you to a fake site designed to capture your personal credentials. You can report scams by emailing?scams@macquarie.com. If you need assistance, please call us on?133 174.

Financial assistance

If you're in need of extra support, we have compiled a list of government and community services that you can contact below.?

ASIC Moneysmart

Guidance on general financial matters, protecting money and self from financial abuse.

National Debt Helpline

Helps?people who are experiencing?financial difficulty. It’s available nationally and it’s a free, independent and confidential service.

Centrelink - Services Australia

Provides payments, social work counselling and third-party referrals and crisis payments.

Australian Red Cross

Provides a range of community services and emergency help.

Salvation Army

Provides a range of spiritual and social support services to those in need.

COVID-19 Support


Outlined below are some organisations that you might like to reach out to for additional support.

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For your business

Australian Government Small Business Help Line?

Providing one-on-one financial support

Australian Taxation Office (ATO) Small Business Assist?

ATO's free online support hub for small business, includes webinars, workshops, and other practical advice

Mental health support and suicide prevention

Outlined below are some organisations that you might like to reach out to for additional support.

If life is in danger call 000 immediately.

Lifeline

A national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services.

Beyond Blue

Over the phone, web and email support to people experiencing anxiety and depression.

Kids Helpline | Phone Counselling Service

Provides online and over the phone counselling services for children and young adults.

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Addiction

Outlined below are some organisations that you might like to reach out to for additional support.

Counselling Online - drugs and alcohol support

Provides free online counselling for individuals affected by alcohol or drugs or anyone concerned with use by a family member or friend.

Gambling Help Online

Provides free online counselling and assessment tools for individuals affected by gambling.

Mental illness

Beyond Blue

Over the phone, web and email support to people experiencing anxiety and depression.

Black Dog Institute

Provides information on mental health services, education and research.

Butterfly Foundation

Support for eating disorders and body image issues.

Natural disasters

Outlined below are some organisations that you might like to reach out to for additional support.

Disaster Assist

Provides information on current disasters and support for those affected.

Bushfire Housing Assistance Service

Housing support for those who are temporarily or permanently displaced as a result of the NSW bushfires.

Australian Red Cross

Provides a range of community services and emergency help.

Salvation Army

Provides a range of spiritual and social support services to those in need.

Ask Izzy

Provides a directory of services for financial and wellbeing support specific to the user’s location.

Scams

Outlined below are some organisations that you might like to reach out to for additional support.

Scamwatch

Provides information and assistance related to scams.

ID Care

Provides online support related to identity theft and cyber security.

Safe & Savvy - A guide to help older people avoid abuse, scams and fraud

Guide for avoiding abuse, scams and fraud for older or vulnerable clients.

WA Scamnet

Provides advice on scams and tips for securing personal information, as well as access to counselling services.

Relationships, family and domestic violence support

Outlined below are some organisations that you might like to reach out to for additional support.

Aboriginal Family Domestic Violence Hotline

Victims Services has a dedicated contact line for Aboriginal victims of crime who would like information on victims rights, how to access counselling and financial assistance.?

1800 RESPECT

A family violence and sexual assault counselling line.

Relationships Australia

Provider of relationship support services for individuals, families and communities.

Services Australia - family and domestic violence

Provides information, resources and referrals to those affected by family and domestic violence.

MensLine

Provides online and over the phone counselling services to men with emotional health and relationship concerns.

Mens' Referral Service

Provides counselling, information and referrals for men impacted by family violence. Also, a central point for contact for men who want to talk about their use of violence and gain support to stop it. Counsellors have specialist training in responding to the needs for the LGBTIQ community.

The Lookout

Provides information, evidence-based resources and services to help professionals respond to family violence.

LGBTIQ support services

Emergency help

Lifeline

A national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services
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Kids Helpline | Phone Counselling Service

Provides online and over the phone counselling services for children and young adults

National?services

QLife

Provides free telephone and web-based counselling, referrals and support groups for LGBTIQ people and their families

Support for older clients

Compass

Provides resources and information for those experiencing or witnessing elder abuse

Safe & Savvy

Guide for avoiding abuse, scams and fraud for older or vulnerable clients

Elder Abuse Helpline

Provides information and assistance with those affected by elder abuse

Seniors Rights Service

A community legal centre that provides advocacy, legal advice and education for older people

Dementia Australia | National Dementia Helpline

Provides over the phone and online information and support services to those affected by dementia

Support for young people

Headspace

Provides free online support and counselling to young people aged 12-25 and their families and friends

Kids Helpline | Phone Counselling Service

Provides online and over the phone counselling services for children and young adults aged 5-25

Support for people living with a disability

Find a disability advocate near you

Australian Guardianship and Administration Council

Provides support to individuals with disabilities that impair their capacity to make decisions

National Counselling and Referral Service?

Provides short-term phone counselling support and referrals for people living with a disability, their families and carers.

Small business support

Outlined below are some organisations that you might like to reach out to for additional support.

Business.gov.au - support for business in Australia

Provides information, grants, services and support for small businesses

Small Business Assist | Australian Taxation Office

Live chat support for small businesses

Small business bushfire financial counselling

Provides free financial counselling services to small businesses

Additional information

Macquarie Personal Banking and Macquarie Business Banking are divisions of Macquarie Bank ABN 46 008 583 542 AFSL and Australian Credit Licence 237502. This information doesn’t take into account your objectives, financial situation or needs – please consider whether it is right for you.

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